Spinoco is a Prague-based startup company that creates innovative telecommunication solutions. They developed three applications for call center operators and managers. Spinoco wanted to merge the application to one simplified yet powerful solution.
From the insights collected throughout the user research we have not only created a unified application, but also empowered company employees with a new communication tool.
Research
We kicked-off the process with a user interviews at the premises of various call centre providers. In order to get a complete understanding of the challenges that these customers face every day we have visited both small and big companies, existing, lost and potential clients of Spinoco.
„Our call center is quite extraordinary because we don’t use computers. We use the old fashioned way of taking notes on paper, and we don’t plan on switching to IT in the near future.“
„We would really appreciate being able to assign various skills to our operators and easily edit them.“
„The look and feel of the application is extremely important. It has to be intuitive and easy to work with. The first impression is what makes us decide on a solution.“
„For small call centers as ours, it is necessary to monitor some statistics, but too much information is also useless.“
Synthesis
We have organized our insights into clusters and immediately identified a repeating pattern in most of the cases. The users were troubled by multi channel communication they had to handle. The clients kept on sending them emails and in little while pick-up on the conversation through a phone call or other channel. In a busy environment of call centres being always in loop was uneasy.
Prototype
To address the user need we have designed a multifunctional window that enabled operators to chat, place a phone call, send SMS or an e-mail or browse through the client’s history. Building on top of this powerful tool we have also improved the communication between the team members.
User testing
The wireframes were evaluated with the real users in our testing facility. Respondents identified various usability flaws including color coding and filtering problems. We learned from these mistakes and improved the interface.
Visual design
Using the Spinoco color scheme we have developed a visual design that focuses on efficiency. Fonts are easy to read, actions that need your attention employ distinct colors and the main working area does not exhaust your eyesight.
HTML integration
Our front-end specialists have developed the templates to perfectly match the visual design proposed by the graphical designers. The templates are build using React.js, in some cases we have hooked them up using Angular.js. The whole solution is encapsulated using Chromium, so the web application acts like a real desktop software.
Marketing website
The final product was accompanied by a marketing website. An engaging landing page quickly presents the software features with animated effects.
Made for Spinoco in 2014.
